McDonald’s has promoted Manu Steijaert to the new role of executive vice president and global chief customer officer, the chain announced Tuesday, effective August 1. Along with the new role, the ...

With roots in agile, fusion teams share the same goal of putting the customer first. The pandemic ushered in an era of rapid innovation, particularly around the digital transformation of ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. A great customer experience ...

UX teams have a pivotal role to play in driving CX success, and one of the biggest battlegrounds is in overcoming organizational silos. Silos are a stubbornly persistent problem within organizations.

When a patient is rushed into an operating room after an emergency, they aren’t treated by a single doctor, left alone to diagnose and triage what’s wrong; it’s a team of skilled surgeons, leaning on ...

McDonald’s has formed a new customer experience team to evolve how guests engage with the brand at each physical and digital touchpoint. The group is a combination of global marketing, global ...

McDonald's has been investing heavily in digitally optimizing its restaurants and drive-thrus for some time now, and a dedicated customer experience team could help keep the chain laser-focused on the ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Exceptional customer service is the holy grail of B2B and B2C businesses, but with limited time and resources, how can businesses reach this goal? One method of improving customer care is improving ...

Opinions expressed by Entrepreneur contributors are their own. The pandemic accelerated a shift to ecommerce which continues to grow globally. Ecommerce sales are expected to surpass $1 trillion this ...

Opinions expressed by Entrepreneur contributors are their own. One of the biggest challenges with customer experience (CX) programs is how to go beyond tracking a net promotor score (NPS), collect ...